Rates, Reservation Policies, Ts&Cs

1. How do I make a reservation?

Go the “Reservations” link and complete the information on the reservation form. We will need to know the start date, number of days and number of people (adults and children) in your party. Also, please indicate if you have a preferred room request. The reservation system shows our current inventory of rooms. We do not oversell and so if you can book a room your room is guaranteed for you. The only case in which we have overbooked are situations where are reservation is made by a third party such as Expedia, Booking.com, Jetsetter, etc. at the same time a reservation is booked direclty on our site. Overbooking is very rare.

Based on availability you will need to place a 20% deposit to reserve those dates. 80% balance due 30-days prior to arrival, 60-days prior for Holiday Rate reservations. 100% if within 30-days (or 60-day for Holiday Rate).

If you have not heard back from the reservation team, feel free to email us at reservations@playaviva.com or call us in the US at 1 (800) 397-6093 (international call +1 650-585-6770). However, please complete the reservation form first. If you want to make a group reservation or block off a set of rooms for a group trip, please contact us via the email and/or phone numbers above.

2. What are the room rates:

All rates are in US Dollars and based on Double Occupancy, and include all items mentioned below. Additional fees apply for more than 2 adults or children in a room.

Rates INCLUDE:

Airport Ground Transport - to and from airport - MUST book for 3 or more nights

All Meals - Breakfast, Lunch and Dinner and Snacks

All Non-Alcoholic and Non-Blended Drinks (Smoothies not included)

Daily Yoga Class (Yoga instructor rests one day per week)

Complimentary Wi-Fi in common areas

Below is a list of room types and their Low/High/Holiday Season rates.

Treehouse - $445/$520/$620

Private Casita - $445/$520/$620

King EcoCasita - $385/$450/$560

Queen EcoCasita - $365/$410/$515

Deluxe Suite - $345/$390/$475

Studio - $265/$310/$375

Two-Bedroom Suite - $580/$675/$800

Rate for Additional Adult in room is $90/$110/$135 (Low/High/Holiday Season)

Rates for Additional Child in room is $50/$60/$75

3. I want to know what months are high season, what months are low season and what months are holiday season?

Our annual season runs from the 44th week to the 22nd week of the year, which is usually early October until mid-July. Every year we close in mid-July for the rainy season and re-open in mid-October. Low season includes October, early November, April, May, June and July. High Season includes mid-November to late March, except for the two to three weeks that include Christmas and New Years, which are our Holiday Season. Presidents Week in the US is a very popular week with us and usually books well in advance but is not yet booked at Holiday Season rates. Similarly, Easter and many local Mexican holidays also book up fast but are not yet charged Holiday Season rates. If you book a reservation, our system will automatically tell you which rates apply. For 2016 and most of 2017, seasons are as follows:

High season is Jan 2 - Mar 31, 2016 Low season is April 1 - November 4, 2016 (CLOSED July 11 to October 6)High season again November 5 - December 23, 2016Holiday December 24, 2016 - January 2, 2017High season again January 3 - April 16, 2017Low season again April 16 - Nov 4 2017 (closed mid-July to early Oct)

All reservations are pre-paid. All reservations, once paid, are non-refundable. We're really sorry but if you cancel a booking, don't turn up for your booking or the hotel denies check-in to a person not accompanied by you we will not be able to refund your monies. That's the bad news. The good news is that if for any reason you need to cancel after payment is received, we will hold your payment as a credit towards a stay for one year from the original arrival date. Is your long-term outlook uncertain, don't fret, we took a page from Virgin Airlines playbook and will now allow you to pay a $100 fee to extend funds deposited for an additional year.

Your deposit guarantees your reservation. We don't overbook so when take your deposit of 20%, that reservation is guaranteed. If for any reason we mess up, and yes, we are human and we make mistakes, but not often, we guarantee that we will find you a comparable room in the area and do our best to make good. It's only happened twice in 7 years that we can recall.

6. When is check-in/check-out?

Check in is usually 2 PM and check out is usually 12 noon. The use of Common Areas allows for flexibility in check-in and check-out times so take it easy and relax from the moment you arrive till the very last minute you have to leave. These times are flexible depending on flights and incoming guests. We will do our best to make your check-in and check-out as smooth as possible. At the same time, please be sensitive that our hospitality team also has families who are waiting for them at home.

7. What is the 2% Regenerative Trust Fee for and can I opt out?

You will be receive more detailed information about the Regenerative Trust in your pre-arrival kit. Also more information is available via this website. Basically, we are asking each guest to make an additional donation of 2% of their guest bill to support local community and environmental impact activities such as the turtle sanctuary. Funds are deposited with the Friends of Fund of La Tortuga Viva with The Ocean Foundation, our fiscal sponsor (tax deductible for US Citizens). You will be presented with the 2% fee at time of check-out and if you would like you can opt-out.